Google’s New Business Messaging Feature Helps Prospective Patients Contact You When It Matters Most

In this age of instant answers, immediate access to detailed, accurate information about products and services is essential to our buying decisions. Google Business Messaging allows you to receive and reply to prospective patients’ questions anywhere, anytime — instantly!

There are few things more frustrating to me than when I can’t easily find the information I want about a product, service or business I’m interested in. So, when the specific details I need aren’t readily available on a company’s website, I go to the “Contact Us” page — and what’s there has a huge impact on whether I eventually decide to buy or not.

If my only option is to send an email, you’ve probably lost me. I need to be able to call, or better yet, get immediate support via chat. And I’m not alone in thinking that: Americans vastly prefer texting to calling. It’s simply a quicker, easier way to get just the information we need. Speaking personally, if I can get answers to my questions instantly via chat, it greatly increases the likelihood that I will buy from that company — and bonus points if chat support is available outside of regular business hours.

Now, Google is rolling out a feature that allows you to chat directly with prospective patients who find your practice listing on Google Search. Responding promptly can help you answer their questions, tell your practice’s story, and attract more people to your location. Here’s how to enable it:

1. Log into your Google My Business account.
2. Scroll down to find the “Message with customers” section and click the “Turn on Messaging” button.

3. Enter a phone number that can receive text messages. This number will not be publicized by the chat feature.

4. That’s it! You can now receive text messages from people who find your practice listing on Google! Here’s how it looks on iOS:

This is a great opportunity for you to be there when patients and prospective patients need answers. Responding promptly will show how much you value customer service and the patient experience. Enable this feature today and give new patients another convenient way to find you!

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